Extract . . .
“Businesses used not to have to apologise all that much. Customers were more deferential in the past and they didn't know their rights. And there was no global 24-hour media or internet filled with bloggers and tweeters to terrorise companies. But times have changed. Now, smart bosses need to know how to be able to stand up straight, look the camera or interviewer in the eye and say sorry for things that have gone wrong - even if they are not really responsible for them. Running a company means having to say sorry, quite frequently.”
Link
http://www.managementtoday.co.uk/features/1012327/mt-masterclass-apologies/
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